Hi bev and soph

Really sorry to hear you haven't received much help when you called us.

As Jalexa says, the final bill from your old property sounds like a catch up following a series of under estimated bills.

You mention having a payment arrangement for the old property. How long is this arrangement for? You can ask for the debt to be spread over a similar length of time it took to send an accurate bill. If this has not been done it may be possible to extend the length of the arrangement. This will lower the monthly payments.

Following redundancy and the birth of your child you may be receiving certain benefits that will allow us to set you up on a special short term payment arrangement. This will cover ongoing usage but with a smaller monthly amount going towards re-paying the debt. Let us know if this is the case.

Once a payment arrangement has been agreed it needs to be kept to. Missing a payment will automatically cause the arrangement to fail and prompt further debt contact. This seems to be what has happened to you.

I do understand the pressures that can cause payments to be missed. Therefore, I would advise you to contact us before the due date if you think you will be unable to make a payment on time. This way, we can re-negotiate the arrangement to prevent unwanted follow up calls.

I have to say the amount of electricity you seem to be using is very high. Are your bills now based on accurate meter readings? We are always happy to accept your readings. You can either call in with them or enter them through our website.

If the readings are now accurate you will have used the electricity. In this case, it will be advisable to have a look at ways you might cut back on usage. We can help with this.

As I said earlier on this thread, we have an Energy Efficiency team who specialise in helping people cut back on their usage. I would certainly have a word with them. Have a list of your appliances to hand.

There is also some useful advice on our website to help with reducing consumption.

Going forward, make sure you are on a tariff that best suits your needs and usage. There are discounts available for paying by Direct Debit and managing your account online.

Are you on an Economy 7 or single rate tariff?

Given the amount you are spending on electricity I suspect your property is all electric, possibly with storage heaters. If this is the case, an Economy 7 tariff would possibly be best. Ask for a comparison and choose the type of tariff that will benefit you.

If you continue to struggle we can, as a last resort, fit a Prepayment meter. Any debt, including that from your old property, can then be put on the meter to collect at an agreed weekly rate. This will allow you to re-pay the debt at a significantly lower amount than you are currently paying.

As you have already spoken to us without satisfaction I would contact our Directors Office team. Tell them the circumstances and ask for a complaint to be raised. From the date the complaint is opened we have 56 days to resolve the matter.

Should the complaint remain unresolved after this time then you can refer it to Ofgem, the industry Ombudsman, for a ruling. Please note, the Ombudsman will not consider a case unless a supplier has been given this period of 56 days to sort it out. Full details of our complaints procedure can be found on the website.

Again, I am sorry you haven't received more help previously but hope this helps give a few ideas of a way forward.

Malc

bev & soph:

Eon had been estimating my bills for nearly a year but never visited my property to check the meter

I don't mean this to be critical of you but rather to give advice for others always to submit a customer reading every time a supplier issues a bill or statement using an estimated reading.

It looks as if you have fallen behind because of inadequate estimated readings extending over more than a year. Eon have an obligation under the Code of Practice for Accurate Billing to base estimates on previous consumption, or failing that, typical consumption for the type of property. While customer redress is weakened by the non-provision of customer readings it's possible Eon may be in partial breach of the billing code.

Are you "all electric" with Economy 7 electric heating?

The other thing is that your consumption based on cost really does seem excessive. In the case of "excessive consumption" Eon are totally wrong to say the "the meter doesn't lie". Without getting your hopes up, particlarly with Economy 7 its not impossible that there is a metering explanation for the "excessive cost". You need to start paying attention to what the meter says, perhaps post some readings.

Hi Bev,

Thank you very much for your reply it is much appreciated. I am sorry to hear of your story about EON that company do not care about people at all. I am happy to say that I have been through the the Consumer Direct where they took over the situation and it has been sorted EON has done what I have been suggested two years ago, I am still trying to recover from them at the moment I hope you do get intouch with the ombudsmans and they will sort out your problem once and for all because EON will not stop until someone stop them. I am even on Age Concern Tarif though I am only 46 yrs old that suit me fine because I was on a very high tarif and EON was asking for £142.00 a month all I get is £228.00 job seekers allownace.

I wish you all the best and let us know how you get on, with the consumer direct things will work fast.

Take care

helen

Hi Helen

Afraid I can't help you out but just want you to know I understand how your feeling. I was made redundant in June after just having my first child and taking out a mortgage on my first home. Just after we moved in Eon sent me a final electricty bill from my previous address for £1532.00 despite the fact I had already been paying their bills of £300 + a quarter. I have contacted Eon on several occasions and am getting nowhere the reply I get is the meter doesn't lie. Eon had been estimating my bills for nearly a year but never visited my property to check the meter I was at home on maternity during this time. In the meantime I am paying £132 a month for this bill I then start recieving bills for my new property that I cant afford to pay as I am still trying to pay off my old debt. I am now tring to pay off a total amount of £308 a month nearly my monthly morgage repayments. Infact I have had Eon on the phone tonight demanding payment of £34.00 that I have fallen behind on and my card was declined. The worst off it is We cant switch suppliers until the debt is cleared and Eon keep sending out extortinate bills that no one can afford to pay. And as for the complaints procedure I think all of us that are having these problems should contact the ombudsman regarding Eon and get this company sorted out before they make us bankrupt. Me and my partner went through all our bills and figured we had paid a total amount of £3500 last year for our electricty ridicolous. Go one Eons website find the ombudsmans details and tell them the problems your having. Rest assured I will be doing the same and don't worry if Eon take you to court they have to agree on a monthly repayment plan you can afford and that can be as little as £1.00.

Hi Helen

I am really sorry to hear you are in such a desperate situation and that our advisers have not been able to help you more. I am sure there are other things we can do to help ease the problem.

There is already some excellent advice on this thread and I hope I can add to this.

The first thing to do is make sure the latest and previous bills are based on actual meter readings. If they are then you will have used the electricity. However, if they are estimated you need to give us accurate readings so your account can be re-billed correctly.

If previous bills have been estimated the arrears may have come about because of a catch up bill once we had an actual reading. If this is the case ask for your account to be re-billed using all the actual readings on record. In this way you will be charged at the prices relevant when the electricity was used. This should be better for you.

Once we have established the charges are correct we can start looking at the best way to approach the debt.

The breakdown between the arrears and your usage will be detailed on your latest bill. I do understand these bills can sometimes be confusing particularly if a re-bill is involved. Give us a call if you are struggling to see which part refers to the arrears and which part to your current usage. Ask for a written breakdown of how the outstanding balance is made up.

As you have already spoken to advisers but not received a clear response I would suggest contacting our Directors Office. Details of how to do this are on your bill.

It is important to cover your ongoing usage otherwise the arrears will continue to grow.

Payment plans are an option. Over what period was the debt spread on your last plan? It may be we can spread it over a longer period. This will reduce the individual payments.

These plans need to be stuck to once they are arranged. If a payment date is missed they will automatically be cancelled. Therefore, if you are having problems making a payment date you need to tell us so the plan can be re-negotiated. Did you tell us in advance about the late payment last Christmas?

As you are on benefits there may be other ways we can help. I would strongly recommend you talk to our Caring Energy team. They provide a service to vulnerable customers and will be able to advise in much greater depth of ways we may be able to help.

I don't know what area you are in but customers whose water is supplied by Severn Trent, Southern Water or United Utilities may be eligible for help towards utility debt. Depending on the circumstances, grants may be available to help with arrears through the Water Trust Funds. If you are in any of these areas ask Caring Energy for an application form.

Fuel Direct is another possibility. This gives the option of having weekly deductions automatically taken from your benefits. Ongoing usage needs to be covered but payments towards the arrears can be set at a lower rate. Again, call Caring Energy to see if you are eligible.

If you are not eligible for these schemes a Prepayment Meter may be the answer. This will let you buy electricity as and when you need it from a local retail outlet. It will also allow us to set your existing debt on the meter to collect at an agreed rate each week. This rate is usually lower than offered on the payment plans.

Going forward, you may want to look at ways of reducing your usage. Again, we have a dedicated team who are happy to advise of ways you might cut back. Ask to speak to our Energy Efficiency team. Ask them for a copy of our free 100 tips to save money by saving energy. It is a very useful booklet.

Also, have a look at the interactive house on our website. Another useful source of energy saving ideas.

Make sure you are on the right tariff. I see you have only posted one meter reading. Are you on a single rate tariff? All electric properties usually benefit from Economy 7, albeit this tends to be where storage heaters are the main source of heating.

If you are on a single rate ask for a comparison to be done with Economy 7. See if any savings can be made.

Ask about other tariffs. There are discounts available if you meet certain criteria.

Once you have sorted out your usage put the details on to one of the comparison sites to see how we do.

It is really important you talk to us again. I do understand your previous experiences were not good and do apologise again for the responses you received. This is why I recommend you talk to the Directors Office and Caring Energy about your particular circumstances.

I hope this helps and that we can help you overcome the difficulties with your electricity account.

Malc

Yes completely agree in normal circumstances it is a waste of time hiding from the fact that you will owe more.

Sparky.

sparky76:

but don't do this if it the current reading is a lot higher than the last bill as I don't want to get you in more debt.

I realise what you are saying and your particular advice was tailored for Helen2263, but in general I would say that's quite dangerous and simply delays and increases any debt.

helen2263:

I took a meter reading yesterday morning one hour apart. please find below the meter reading.

10.00 am

1445306 that's the KWH

--------------------------------------

11.00 am

1445388 that's the KWH

Hi Helen,

6301723 top part is the meter serial number

Take the readings every day around the same time so that it includes a typical day's use.

if I ignore the last two digits which should be decimal places - can you confirm this - they should be in a different colour

According the reading you used about 0.82 KWH in the hour, so not a lot at all.

If you used 24 of these it would be about 20kWh. at about 10p (a guess) = £2 per day therefore £60 a month.

Very rough and could be miles away as it is only 1 hour to calulcate out.

Do you have your latest bill from Eon? On the bill it should give the meter reading. You are entitled to give them an accurate meter reading and have the bill updated but don't do this if it the current reading is a lot higher than the last bill as I don't want to get you in more debt.

If your meter it is a lot lower than the bill Eon will want to come and read it for themselves.

Look at the back of the bill (or maybe the front) and it will give you the way it calculates the cost.

If you can put that on here we'll have a better idea what you are dealing with.

If you also have the older bills you could look at what you have used in the last year (how many kWh) and how much it has cost you.

Putting this into the comparison site will give you an idea of what other suppliers are charging.

Good luck and keep us updated.

Sparky.

Hi Jalexa,

I looked at EON code of practice but cannot make any sense of it perhaps where at the moment I am so stresses out and cannot understand anything all I know I am paying more than enough and why are they saying i am not paying the debt and most of all EON will not tell me how much is the arrears and how much is my usage. I am going back to CAB on Monday to a different one as the lady at the CAB I went i felt was not that knowledgeable. I shall see but I must take this further before the new quarter.

Many thanks

helen

Hi Mrstella,

Thank you for your reply and the contact it is much appreciated, I need now to sort this out elsewhere because EON will not budge, I don't know how they work out an end balance before the new bill £558.41 New bill £802.55 the difference = £244.41 I've paid £336.00 which is £91.59 more and they still say I am not paying towards the arrears. I shall contact Consumer Focus I need to solve this problem and fast. I cannot afford £142.00 a month.

Many Thanks

helen

Hi Sparky,

Thanks ever so much for your reply it is much appreciated. I went to CAB las week and explained to the lady and show her the breakdown of payment and also show her the letter where EON is saying I need to increase payment to pay towards the arrears, I told her that I would like to have a payment plan in place where it is affordable for me to pay the arrears and pay my electricity usage, she said she couldn't guarantee EON will accept that, she rang EON and they say I can pay the £56.00 for a few more weeks but that is temporarily. I had a payment plan last year and was paying £47.00 fortnightly at the time but infortunately around xmas time I paid the bill just a week late and EON cancel the payment plan I didn't think it was going to be a problem as I have been paying like this regularly for a year now, but EON was quick to take me off the payment plan and will not budge to reconsider the payment plan again, i've told them I am on Employment Support Allowance and that I cannot afford they won't budge and they will not tell me which amount is the arrears and which is my actual bill which I believe is very wrong of them by law they have to tell me what I owe so I can make a proposition of payment. anyway I took a meter reading yesterday morning one hour apart. please find below the meter reading.

10.00 am

6301723 top part

1445306 that's the KWH

--------------------------------------

11.00 am

6301723 top part

1445388 that's the KWH

By the way I live in a 2 bedroom flat all on one floors there are no upstairs or downstairs so I don't know how they say I am using a lot of electricity. I have an 8 inches insulations which the council came to fix, I only have one heater on in full winter that's the corridor heater, the single room the heater is never used as it uses the heat from the corridors and the double room the heater are on on cool, it's a small flat I only wash clothes once a week, iron once a week, no bath we have showers and only cook once a day. I see many people paying less than me I don't know anymore how that is possible. I don't have gas just electricity.

I will pursuit this further I need to get to the bottom of this. When the meter man come for the next quarter I shall take the meter reading after him to see what's going on. Perhaps I should take meter readings everyday and see, can you please tell me what's the best way or time to take the meter readings and how can I work it out on how much I am paying, it's time I keep tag on EON.

Thanks for helping

helen

helen2263:

Have you asked the Citizens Advice Bureax to help you as suggested in the Code of Practice? From what you say you have a strong case but need some help in putting it forward.

In that case, as you've already tried to sort it out with EON, contact Consumer Focus as your next step.

They mediate between power companies and people like yourself on behalf of the industry regulator OFGEM.

Consumer Focus will offer you a much more sympathetic ear and are much more likely to get the situation resolved on your behalf.

Most importantly, don't worry. Organisations like Consumer Focus are on your side and aim to find the best solution for everyone.

Hi Jaxela,

Many thanks for your reply and for attaching the link to EON Code of Practice. I am afraid where am concern they don't take a blind notice, I've told them I am on Employment Support Allowance and that I only get £114.46 fortnightly and that I am already paying EON £112.00 that I cannot pay the £142 they want in September but still they won't budge, I've offered to pay in instalsment for the arrears still they won't budge. I am taking this further because I am sure there is a problem where EON is concerned they will not tell me which is the arrears which is my usage.

many thanks

helen

Hi Helen,

How did you get on with the good advice from Jalexa?

Did you manage to talk to anyone from the Citizens Advice Bureau? They are a good first step.

This seems extortionate behaviour from EON, but how did it end up this way?

I'm guessing you have already done this, but have you been taking your meter readings? Have you checked how much energy you are using, and that it is correctly calculated and reported on your bill?

Has anyone given you any advice on what can be turned off to reduce the bill.

It is a little concerning that the advisor was saying that you weren't paying for the electricity you are using, but this might just be a way of getting you to pay more money.

Take some meter readings, and post them here, to see if this is the problem, as if we can resolve this your payment issues will be helped.

BTW I only pay about 35 per month for electricity and about 40 for gas for a two bedroom, so it shouldn't be more than double this. (assuming you or your daughter are in most of the day). According to your post it looks like about 80 per month, which seems on the high side.

Let us know how you are getting on.

Sparky.